Creating a Service Culture

In The Beginning…

HALF-ASSED

= No Service CultureCreating A

Service Culture

Prior Service Practices…

•Personal Nuggets•Relax Postcards•Birthday Cards•Bi-Weekly Calls

Creating AService Culture

Then, in 2007, we met John…

Creating AService Culture

How Do We Do It?

Creating A Service Culture

CMIL Service Vision

“To be the Best Part of our Client’s Day”

Creating AService Culture

Cultural Buy-In

Three Supporting Pillars of our Service Vision

Every business has the first pillar - Expertise

*Service/Product*Technology*Operational

ExpertiseService / Product

Creating AService Culture

ExpertiseTechnology

Sign-Up Clients

using iPads

Get Carter App2,000+

Online access to client files...40%

ExpertiseOperational

Creating AService Culture

ShoreTel CommunicatorOffice Dashboards

ExpertiseOperational

Creating AService Culture

Client Service Opps Manual

Many businesses have the first two pillars

* RelationshipConnection

* Functional

* Atmospheric

* Personalize

Client Experience

Total Staff Involvement = Total Staff Buy-In

The Client ServiceExperience Cycle

•Stage 1: Initial Client Call•Stage 2: Meet and Greet•Stage 3: Case Manager / Attorney Initial Client Meeting•Stage 4: File Opening•Stage 5: Case Management / Client Contact•Stage 6: Demand Preparation / Negotiation / Claim Resolution•Stage 7: Settlement Check Disbursement•Stage 8: Follow-Up / Continued Contact Creating A

Service Culture

Identify Service Defects & Create Service Solutions

Service DefectStage 7: Settlement Disbursement Check•Client does not have bank account, or our bank is inconvenient for them.•Client does not have proper identification to cash their check

Service Solution•We set client up with a free checking account online from our office at our bank.

Creating A Service Culture

Non-Negotiables(Cultural Buy-in)

1. The telephone is not to ring more than twice without being answered.2. Client calls are to be returned the same business day or lunch is on me.3. The front office is not to be left unattended for periods lasting longer than 30 seconds.4. Clients signed up remotely must be contacted by an Attorney & Case Manager for an introduction the same day.5. Clients are to be contacted every two weeks throughout the life of their case.6. Any client or potential client arriving at the office is to be offered a beverage.7. In cases of inclement weather, a client is to be walked to their vehicle with a CMIL umbrella. Creating A

Service Culture

Client ExperienceFunctional

Our offices…1) Are conveniently located in large

cities and towns2) Are close to major highways3) Are close to bus lines4) Have convenient parking for our

clients5) Have flexible hours to meet client

needs

Client ExperienceAtmospheric

Overall ambience

Creating AService Culture

Client ExperienceAtmospheric

Clean versus Dirty

Calm versus Chaos

Client ExperiencePersonalize

SECRET SERVICE FILES

Client ExperiencePersonalize

Creating AService Culture

Morning Huddles

Secret Service Tab

Client ExperiencePersonalize

Favorite Beverage

Favorite Restaurant

Drive-By

Questions from Nuggets

Creating AService Culture

Few businesses have the third pillar,“Above & Beyond”

*Proactive / Opportunities

*Resource List

*Carter Cares

Above & BeyondExceed

To go “Above & Beyond” is when we use the information we gather in the second pillar to

make our clients say

WOW!

Above & BeyondProActive / Opportunity

What is our differentiator?

What is our‘Special Sauce’?

Creating AService Culture

Above & BeyondProActive / Opportunity

The PeachSnapple Story

Creating AService Culture

Above & Beyond

Free Taxi Rides

12/2011 – Present

600

Above & BeyondResource List

Creating AService Culture

Are you looking for the opportunity?

Resource List In ActionClient needed a motorized wheelchair after

her MVA, so she could move around.

Our Case Manager took it upon herself to find one.

She called Charlie’s Closet, an organization on our Resource List that accepts donations of used medical equipment. We purchased it for $1.00.

CMIL delivered to our client “the Cadillac of motorized wheelchairs” at no cost to her. Our client cried tears of joy.

Creating AService Culture

It’s Sunny in Philadelphia

John DiJulius 2013 - 1st Quarter Ghost Call

$1,000 Budget Per Office

Encouraging and supporting staff to make

a difference in their communities.

Petit Family Foundation WalkFolks on SpokesNational Night OutWarrior DashMarch for BabiesWalk for End Alzheimer’sMADD DashCenter for Women & Families

Arrive Alive Scholarship

Allowing staff six paid hours per quarter for volunteer work

Creating AService Culture

W I F M?Enhanced Office Morale

Personal SatisfactionIndustry Innovator

Industry Leader

“To love what you do and feel it matters… How can anything be more fun?”

Creating AService Culture

It Takes All Three Pillars

To Create A Service Culture

“The way you do ANYTHING

Is the way you do EVERYTHING!”

Changing the Service Paradigm

It’s no SECRETEven A Lawyer Can Do It!